Service Account Professional

6 hours ago

Gurugram, India ApplyBoard Full time

The Opportunity :As a Service Account Professional, you will be responsible for serving as the primary point of contact for a portfolio of 60-100 Gold (Tier 3) Recruitment Partners (RPs), providing end-to-end service for all of their application-level needs and escalations. You will be operating with the support of a small group of other SAPs, servicing the same region(s). Any inquiries you are not available to respond to will be handled by the team, and you will support your team members and their RPs in a similar manner. Your goal is to provide timely and impactful resolutions of escalated issues while fostering a positive business relationship. You will do this through proactive account and application level analysis, and by educating your accounts on how best to leverage ApplyBoard products and services. What you'll be doing everyday: Be the primary point of contact for your assigned RPs, providing dedicated, real time support through their preferred channel(s) (ie. email, WhatsApp, phone, live chat etc.) Provide your RPs with proactive, outbound service by actively monitoring their applications in-funnel and taking part in customer engagement and follow-up campaigns Work closely with your SAP regional team to support RPs from your region(s) and ensure all inbound issues are routed and resolved to satisfaction Work closely with CX and other departments to identify and resolve escalated issues Help to grow your accounts’ business with ApplyBoard by establishing a trusted relationship  Prioritize incoming support requests from your accounts in order to meet SLA Represent the ApplyBoard brand to promote our platform and services to RPs. Offer guidance to your RPs to improve their platform literacy and the efficiency of their business Maintain your customer portfolio with relevant events, challenges and preferences so that account health and status is discernible “at a glance”  Aid, advise or lead on projects as assigned by your leader to improve CX processes, tools or training to improve customer outcomes What you bring to the table: Excellent written and verbal communication skills Detail oriented – RPs are knowledgeable and demanding, you need to be able to keep up Passionate about problem solving – you are up for a challenge and doing a deep-dive Experience in creating action plans 2+ years of Customer Service Experience Extensive knowledge of the international student application process Experience with data analysis – we are all about numbers Experience using Zendesk, Jira, and Google suite is an asset Experience working with educational institutions is an asset Detailed knowledge of ApplyBoard products, processes and teams is an asset

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